Hewlett Packard (HP)
Overheating G60 Laptop, Refund or Replacement Refused Under Limited Warranty

Roughly 6 months after having the HP G60 laptop it started overheating. This is obviously a design flaw due to the laptop having no outlets except for on the bottom of the housing. I called in to HP tech support and troubleshooted it. After being on the phone for nearly 2 hours with someone that spoke broken English at best, it temporarily resolved the problem.

I'll also go ahead and state I never use my laptop on "soft" surfaces. Only on "hard" surfaces as per the instructions.

Fast forward three months, being 9 months into my warranty. I called HP technical support again for the same problem, except this time when the laptop overheats it is somehow erasing the information on the hard drive because it will not let me boot the machine back up even after several hours. The only thing I could do was start the system recovery process and do a clean install. I told all this and that it had happened before to the rep and he went through the same steps as the previous rep did to no avail. The rep at no time offered to have it sent in to be repaired and, maybe it was just me but it seemed as if he was more interested in getting me off the phone than actually fixing my problem.

So for the following 2 months it overheated on a weekly or more basis. Several chats on HP's website and several phone calls got me nowhere. I'm now 11 months into my warranty and now finally HP wants to me to send my computer in for repairs. After trying to get them to do this for the past 5 months I would rather it replaced or have my money refunded per their warranty.

I have spoken with several different reps over the past week the last being a case manager, who became irate with me, and told me there was no way he was going to do either of those things because I was so far into my warranty. Unless I'm mistaken until the warranty is expired they HAVE to honor it.

All I want done at this point is what I was promised which was a refund, even if it is slightly prorated, because I understand they would not be receiving a new computer back, a replacement computer, even if it is a refurbished model. From what I have seen from others I'm not expecting much and I will no longer be recommending HP products to anyone. This company really needs to rethink its strategy.

I understand using overseas call centers to save money but they need to provide better training. And they should just fire the case managers because I don't see how being rude to what was a once loyal customer helps the situation.

If anyone has any information that could help, i.e. higher ups email or phone number so I can get this resolved. At this point it's obvious they are trying to wait out the rest of my warranty so they won't have to give me anything.

Company: Hewlett Packard (HP)
Country: USA
Phone: 18779174380
Site: hp.com

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